Hoar Cross Hall Recensioni 

No turn down service!!
It was my wife’s 70th special treat , and organisation was made aware of this but we didn’t see any effort to make it special.
We just returned from a four day stay in Dubai,the hotel was not told it was her 70th, when we got there the room was decorated with balloons,a miniature birthday cake & a happy birthday card (they worked it out from customers information).Considering what we are paying for one night & facilities here we paid that for three days and my wife felt she was pampered!
Very disappointed
PS:large cob webs on the inside windows in dining room(photos taken),We had to ask for a gown to be changed it was badly worn and had a rip.Dirty hand towel (photos taken).Little things but create a big bad impression & spoilt what was supposed to be a special experience!

We’ve just returned from our third visit to Hoar Cross Hall, and once again it was a truly lovely experience. The staff are consistently attentive, warm, and professional, which really makes the stay feel special from the moment you arrive.

A particular highlight this time was the warm welcome from Ian on the front desk, who recognised us from previous visits and very kindly upgraded our stay — such a thoughtful and personal gesture that genuinely made our trip feel even more memorable.

The food is excellent, the facilities are beautifully maintained, and the treatments are exceptional – especially the massage, which was one of the best I’ve had.

Hoar Cross Hall manages to feel both luxurious and welcoming, and we’re already looking forward to our next visit. Highly recommended!

I booked a spa day on the 27th of August, and I was really looking forward to it. I was dropping my kids to Alton Towers and then coming to the spa to have a lovely relaxing day.
I arrived and the reception staff were amazing, explained to me where everything was, couldn’t do enough for me. I asked where it would be best to go and get a coffee, she pointed me in the direction of the new terrace.
I went up and ordered a drink at the bar. The member of staff looked at me with a disgusted expression and told me that I needed to go and sit down and wait to be served - so I did. After waiting 10 minutes and nobody coming round to ask me what I would like, I went back to the bar and said to the lady who still had the disgusted look on her face ‘Could you please just make me a coffee?’ She eventually relented took my money and then told me to go and sit down and somebody would bring it over which they eventually did.
Lunchtime was the worst experience though, I turned up to the restaurant as a single person with my book in my robe. I was left waiting at the door for a couple of minutes while the staff rushed around. A young lad then came up to me ask my name and then proceeded to show me to a table right in the middle of the very busy restaurant. Well, if you’ve ever eaten in a restaurant on your own, you’ll know that it’s much more preferable to be tucked away on the side as opposed to surrounded by lots of other people. I asked the guy if I could be moved to one of the five free tables around the outside of the restaurant. There was lots of huffing and puffing and tapping on a computer, then he proceeded to show me to another table which wasn’t quite in the centre of the restaurant but not far away. I took it however then realised I’d paid £180 for my spa day and I wasn’t prepared to feel uncomfortable so I went back up to what I thought was the restaurant manager, explained the situation and asked again to be seated around the outside of the restaurant. Much furious tapping on the computer continued and then eventually he showed me to a table on the outside of the restaurant, thank goodness.
He then proceeded to make a big show about removing the second place setting at the table. I’m not sure he could’ve highlighted my Singleness anymore to a room full of busy people!!!
Onto the food. I have a preference, not an intolerance, to be gluten-free and I was really excited because so much of the menu could be gluten-free. However on asking for the gluten-free French onion soup I was told that to make it gluten-free they just took the crust off the top - the cheese crust was half of the appeal! I queried this and asked whether they could just make bread gluten-free, at which point the young lad said to me ‘well they can but it’ll take an extra five minutes.’ Erm so what? They clearly didn’t want to do that but I insisted anyway.
The soup when it eventually came was lovely, I ordered the salmon for lunch, hugely disappointing, essentially just a small piece of salmon on a few crushed new potatoes with some sweetcorn thrown around the plate. However, credit where credit is due the gluten-free crumble was absolutely divine.

On checking out of the spa, the girl at reception asked me if I’ve had a good day I explained to her everything that happened and she asked me to put it on the feedback form so I did. I then had Chloe from Hoar Cross Hall, call me the following Friday, she left a message telling me that one of her staff members would be calling me back over the weekend to discuss my comments. I’m still waiting……
Overall just really disappointing, when you pay £180 for a spa day you expect more. It’s also not hard to know in a restaurant that if somebody is dining alone they would like to be tucked away in most cases. There are really simple changes that could enhance this experience and make it worth the cost.
But failures all over the place here, especially the lack of contact to discuss my comments.

The good:
-Really liked the spa
-Staff were friendly
-Outside of the building was beautiful
-Food included was very nice

The bad:
-Room stank of weed when we arrived so we were given a downgraded room, I was given the difference but not offered anything extra until I pushed, kind of killed the occasion, hotel should have picked up on this
-Room phone didn't work so I had to travel down two floors and across the hotel to go to reception in person
-New room was next to the vents so very noisy
-Fan included to cool us down was semi broken so couldn't be used
-Dinner staff told us they'd be with us, sat us down in the waiting room, checked in a different couple under our room and forgot about us, had to chase them to let us in to dinner
-Never asked for our wristband back from the spa when checking out, gave them in afterwards but didn't get my deposit back

Overall, it didn't meet expectations, was a big let down :(

What an absolute sham!! I could have gone on an all inclusive 2 week holiday abroard for what I paid to go here for 2 nights and it was absolutely not worth it!! The place was crawling with wasps, all over the food and everywhere!! I was served raw pork from the restaurant which I of course sent back! The hotel was so noisy at night you couldn't sleep. The place was so hot it was unbearable and there wasn't a portable air conditioning unit in sight!! I would not recommend this place to anybody, it is not worth the money they charge and when you try to make a complaint you are greeted with an administrator, the manager doesn't have time for you! Very very poor customer service!

Had a lovely experience here on Monday. The spa terrace is just amazing..my friend and I had such a lovely relaxing day. The food was great. I had a massage with Donna and I must say it's up there with one of the best I've had. Cannot wait to come again.

As a family, we have been loyal visitors to Hoar Cross Hall for over 25 years, creating many fond memories here. Our most recent visit, however — an overnight stay purchased by our children to celebrate my wifes birthday — left us feeling disappointed and uncertain if we would return.

We wanted to share our experience honestly, in the hope it can contribute to improvements, especially as Hoar Cross Hall has long held a special place in our hearts.

Arrival & First Impressions
We received a pre-arrival link that didn’t work, so we phoned ahead and were reassured we could complete everything on arrival. The reception team on the day was excellent, and the welcome glass of bubbles was a lovely touch.

We were allocated room 231 on what was a very warm day. Unfortunately, the room lacked air conditioning, and instead had a small fan. Upon opening the window, part of the handle fell off. There was no fridge to keep water cold, only a warm bottle of water .The sink in the bathroom also didn’t drain properly — a small issue but not one you’d expect in a premium setting. The bathroom itself was modern and pleasant, but the rest of the room felt tired. An ironing board leaning against the wardrobe added to the impression that this was closer to a B&B than a luxury resort.

Spa & Terrace Experience
One of the reasons we returned was to experience the newly invested-in Terrace Spa, which looks fantastic. However, the service within the spa let the experience down significantly.

When we arrived at the drinks area, we were told someone would take our order. We waited five minutes before going back to ask again. When the drinks arrived, they were warm and poured poorly — even the staff member admitted she’d made a mess of it. One glass was dirty, and overall it felt like there was no supervision or attention to guest experience. Staff drinking Coke from bottles in front of the counter looked unprofessional.

Eventually, we found another team member who managed to get us properly chilled drinks. The wearable payment bands were a great touch — very convenient.

The investment in the space is clear and it has huge potential, but without attention to the basics of service and guest care, it falls short.

Dining Experience
Dinner was booked for 8:15pm and the team kindly adjusted this in advance. While waiting in the lounge, we ordered drinks that hadn’t arrived by the time our table was called. We were told they’d be brought over, but they still took around 20 minutes to arrive. The food, when it came, was excellent, and our server was helpful and courteous.

Breakfast the next day, however, was chaotic. After waiting a long time for coffee, we helped ourselves to the buffet. On returning to our table, we found it had been cleared — including the drinks which had only just been delivered. We moved to another table but were left feeling like there was no ownership or attentiveness from the team.The Coffee pot was very dirty with marks on the cup.

When I asked about the newspaper I’d requested via the welcome form, reception explained it was a generic form and they don’t actually provide newspapers — a small detail, but reflective of a wider issue: systems not matching service.

Lunch & Departure
Lunch at Hugo’s was the standout service moment of our stay. Special thanks to Molly K, who was professional, knowledgeable, and truly helpful — she represented your brand superbly. Following our massages, we settled the bill and advised reception about the faulty sink and window to ensure it could be resolved for the next guest.

Final Thoughts
We left Hoar Cross Hall with mixed feelings. The setting is still beautiful and full of potential, but our experience highlighted a disconnect between the quality of the facilities and the execution of service.

The building clearly requires ongoing investment, but the most urgent investment, in our opinion, is in staff training, supervision, and guest service processes. Customer service costs little with the right people and systems, but it makes all the difference — especially at a resort positioned as premium.

We truly hope Hoar Cross Hall finds its way back to the high standard it once held in our memories,but as we drove away disappointed we both thought it will be while before we return,if ever.

Kind regards,
Andrew
21/22 June 2025

As a visitor to Hoar Cross for the past 30 years I have tried other spas but I keep coming back to this one .
Staff are so friendly and accommodating, especially on reception but I would like to give a particular mention to Olivia on reception who went above and beyond to assist us with a situation that occurred during our visit. She dealt with it swiftly in such a professional manner and did her utmost to ensure we were happy for the duration of our visit . We work in the events industry ourselves so we really appreciate excellent customer service when we receive it! She really aided our 5 star experience

Had such a perfect experience. Thoroughly enjoyed the terrace and feel it tops off the experience. The staff were very friendly and couldn’t help you enough. Tyrese especially stood out serving with a warming smile and served us with lovely customer service making sure our experience was to a high standard.

This is what’s gone back on the HCH feedback form …

Hoar Cross Hall
24 MAY 2025
It was very disappointing that we were unable to access the swimming pool and spa area on our arrival day Saturday.
Also, we wanted our spa treatments on the day of arrival, but this is now no longer an option.
Everything was crammed into the Sunday.

I have been many times before and it was always a wonderful experience
Each time I come I get more disappointed.
Previous packages use to include lunch, evening meal and spa treatment first day, lunch on second day, with full access to the spa facilities both days.
My friends and I often booked further spa treatments on the following day because we were totally relaxed.
Coming home, we used to feel a million dollars, very chilled, happy and we had value for our money.
A truly wonderful experience.
Now it’s like a cattle market, not as relaxing and certainly not getting value for our money.

Prior to arrival, I didn’t realise we were unable to access the spa facilities on our arrival day.
Each time I come it’s more expensive with more restrictions.
No access to the spa area tops the lot. Not what we wanted, nor expected.
The seating area at the side of the house are in need of cleaning (bird poop) and repainting.
I do not want to become a HCH member nor have your App as it’s too busy, not as relaxing and I’m no longer achieving what I want from a top notch spa.

Had a great day spa experience here. Service was super attentive, all treatment areas were well maintained and clean and had fantastic full body massage to end the day with the talented Sarah Haywood.

The outdoor terrace area is very well appointed with service direct to day beds and seating areas.

A premium experience and will be re-visiting again soon.

I called to ask about afternoon tea as a general enquiry, just what did it include , was there any availability, things like that, spoke to a lady who wasn’t the friendliest of people who then transferred me to HO ?? Anyway spoke to a very polite gentleman who said he could help - I told him what I want and he asked for my name and my details I explained it’s just an enquiry for now , to be told he couldn’t tell me any information without my details 😳 I asked to speak to a manager held for 2 minutes to be told his manager was in a meeting and he knew away around the system!! He would enter his details and could get me the information! What an absolute joke - well done Hoarcross Hall you just lost a sales for afternoon tea for 4 and two bedrooms plus spa treatments !! Well done - terrible service

Booked and paid 4 months ago and they cancelled our booking too accommodate another event.

My partner, who works there, won a spa weekend at Christmas and we used it for my birthday. We stayed from 15th March overnight. We checked in at 4pm and were told that we could use the spar facilities. Once at the spa reception, we were told that we couldn't use the spa facilities until the following day (check out day). My partner advised that he had spoken to a member of the spa staff the day before to check we could use it and they confirmed we could.and then we're told we now couldn't. She went in the back office to check with a supervisor and was gone for over 5 mins. Didn't reappear so another member of staff handed us some towels and we then went through to spa. Apparently the snotty member of staff in the spa reported my partner to his supervisor and he got reprimanded for using the facilities when he was told that he couldnt. He could use them as he was staff but I could not. We explained it was my birthday. I always thought (knowing this as I used to work for Hilton, which is a 5 star hotel) that once you checked in, as a guest you were able to use the leisure facilities. Apparently not here. The overall experience was terrific but the staff in the spa reception spoiled the experience for my birthday. Hoar Cross Hall, shame on you. We spend over £400 in extra treatments for me ie massage, haircut, nails done, in addition to meals. We were treated like 2nd class citizens by spa staff that day. Disgusted

Hi
Me and my wife went to hoar cross hall for a spa day on the 18th March 2025. Within 10 mins of being there our towels was taken and if that’s not bad enough there was people going around finding dry robes and swapping them with there wet ones 😩 which means in order to get a replacement robe you need to ware one that someone else as been wearing to go to reception.. That’s discussing..
And to top it all the staff in the dining area took the money we left for our extra stuff we had and kept it for themselves without telling us we couldn’t pay cash .. Then we get an email basically saying we went without paying.. When I phone the place up to explain they told me the staff was in there right to take the cash because they treat it as a tip and we still owe the money..
I think this is the first time in my life I’ve ever complained .
If your looking for a really nice relaxing day with your partner then don’t go here 😡😡

Website doesn't work. Book a twin room and then look at your checkout basket says double. They don't answer the phone. 2 day spa is really 1 day unless you pay more. Isn't even day 2 as you have to put all your belongings in the car at 1100. Meal times don't fit around treatment times. Don't go weekends full of rowdy obnoxious know it all youngsters who prefer to show off than shut up. Swimming pools at weekends nightmare. Youngsters shouting from one end to the other. No staff present. One swimming pool floor peeling away bits everywhere. Asked staff when is twilight the blue lights as per the website pictures - on 2 separate occasions received a I don't know!! Room carpet not hoovered. After waiting 20 mins for coffee luke warm and £5. Fillet of salmon used to be the fillet. We had a one inch piece a third of a fillet one mouthful. If you stay over you either have more money than sense or simply want to show off to someone easily impressionable.

I am writing to formally express my deep disappointment with the spa day my husband and I experienced at Hoar cross hall spa on 26/02/2025. We had been looking forward to a peaceful and relaxing day, having spent a considerable amount of our hard-earned savings to treat ourselves after a long and difficult period—my husband has been suffering from ill health, and I am due to undergo major surgery next week.

Unfortunately, our experience was anything but relaxing. The spa was overcrowded and excessively noisy, making it impossible to unwind. We were unable to sit together in any of the relaxation areas due to the number of people, and the outdoor terrace pools were completely full, meaning we couldn’t use the facilities we had specifically been looking forward to. Instead of feeling refreshed, I left feeling more stressed than when I arrived—to the point that I would have preferred to stay at home.

While our massages were just okay, the experience was completely undermined by the constant noise in and around the treatment areas. Doors were banging shut, staff were talking loudly in the corridors, and maintenance work was going on outside, all of which completely ruined any sense of tranquillity. Given that we had booked this day to escape stress and enjoy some much-needed peace, this was entirely unacceptable.

Given the price we paid and the expectations set by your spa’s reputation, we feel completely let down. This was meant to be a much-needed opportunity to unwind, but instead, it felt chaotic and stressful. I would appreciate knowing how you intend to resolve this issue, as this experience did not reflect the standard we were led to expect.

It’s such a pity I can’t post photos because I’ve never seen such a disgusting toilet as the disabled one in the ladies changing room.
It was so busy you couldn’t get a lounger next to the pool and there was no chance of relaxing because there were so many people there.
The food portions were ridiculously small (and I’m not a greedy person!) forcing you to spend £5 on a ‘side order’. The drinks prices were ridiculous too. £5 for a bottle of lemonade.
The staff were all lovely, but that was the only good thing about my day there yesterday.
So disappointing as I’ve been going there for years but won’t be returning.

My review is rather late as life got in the way and I was so impressed with my treatment that I had promised to leave a review. Better late than never 🤣
On 25th March 2024 I had a citrus spice body treatment with Louise Beighton. I found Louise to be welcoming professional and extremely good. She gave me a wonderful treatment and just the right pressure. I felt amazing. Therapists can be hit and miss at spa's and if Louise trained them in her technique's everyone would be guaranteed to have a fabulous treatment. Thank you again Louise

Awful service from you guys! Paid £450 for 3 people for a DAY spa (no treatments) and you now want £20 PER PERSON (not per booking) admin fee to change a date for 6 weeks time that you already confirmed was ok to do with ZERO mention of an extra £60 charge to do so? Absolutely shocking. Will never book with you again! 😤